1. Cancellations
Due to the perishable nature of flowers and customized arrangements, orders may only be cancelled or amended before preparation begins and subject to confirmation by Camelia Flowers.
Orders may not be cancelled once:
- preparation has started,
- the order has been customized,
- materials have been specially ordered,
- the order has been dispatched,
- or the order is already out for delivery.
For corporate, event, wedding, subscription, and bespoke orders, separate cancellation terms may apply.
2. Non-Returnable
Due to their perishable nature fresh flowers are generally non-returnable once delivered or collected, except where there is a verified quality issue on arrival.
3. Quality Concerns
If you believe your order arrived damaged, significantly not as described, or in unsatisfactory condition, please contact Camelia Flowers within 24 hours of delivery or collection.
To review the issue, we may request:
- sender or recipient name,
- clear photographs of the product received,
- and a brief explanation of the concern.
Claims submitted after 24 hours may not be eligible for review, especially for fresh flowers and other perishable items.
4. What May Qualify for Review
Camelia Flowers may review requests where:
- the wrong product was delivered,
- the product arrived damaged,
- the product arrived in poor condition,
- the order was incomplete,
- Or the order was significantly different from what was confirmed.
5. What Does Not Normally Qualify
The following do not normally qualify for a refund or replacement:
- minor variations in flower shade, bloom size, shape, or opening stage,
- reasonable substitutions made due to seasonal or stock availability,
- slight variation in wrapping, ribbon, vase, box, or accessory details,
- dissatisfaction based on personal taste where the product is substantially in line with the order,
- issues caused after delivery by weather, heat, delayed unpacking, or improper care,
- or delivery issues resulting from incorrect or incomplete information provided by the customer.
6. Remedies
If a complaint is accepted after review, Camelia Flowers may, where appropriate:
- arrange a replacement,
- arrange a redelivery,
- issue store credit,
- or provide a refund through the original payment method.
The remedy offered will depend on the nature of the issue, product availability, timing, and order status.
7. Refund Method
Approved refunds will be made using the original payment method, unless another method is agreed in writing. Processing times may vary depending on the payment provider or bank.
8. Refused Deliveries
If a recipient refuses to accept a delivery for reasons outside Camelia Flowers’ control, the order will generally not be eligible for refund, as fresh products cannot usually be recovered or resold.
9. Custom & Bespoke Orders
Custom, event, and made-to-order arrangements are prepared specifically for the confirmed brief. Once production has started, such orders are generally non-refundable unless there is a verified issue in quality or fulfilment.
10. Consumer Rights
Nothing in this policy limits any rights that cannot be excluded under applicable law.
11. Contact Us
For support regarding an order issue, please contact:
Camelia Flowers
Phone: +971 2207 2227
Email: camelia@ccsupport.ae
WhatsApp: +971 56 740 0318